Associate Director, Customer Engagement and Injector Training

Job Description

Position Summary

The Associate Director, Customer Engagement and Injector Training, is responsible for shaping and executing the customer engagement and injector education strategy for Chronic Migraine. This role leads the development of compliant, insight-driven education and training experiences that strengthen clinical confidence, elevate customer experience, and support brand objectives. The Associate Director works across the Therapeutic team and with cross-functional partners to translate business priorities and customer needs into high-quality, scalable programs and resources.

Key Responsibilities

• Lead the annual customer engagement and injector education strategy for Chronic Migraine, aligned with brand priorities, customer insights, field needs, and the broader Neuroscience strategy.
• Design, evolve, and manage an integrated portfolio of live, virtual, digital, and on-demand education and training offerings for healthcare professionals, including physicians and advanced practice providers.
• Translate customer, field, and marketplace insights into program architecture, content strategy, delivery formats, and resources that improve relevance, reach, and educational impact.
• Partner closely with brand marketing, sales, medical, regulatory, legal, compliance, operations, analytics, and agency partners to deliver initiatives that meet AbbVie standards and applicable policies.
• Lead planning and execution for HCP engagement at priority national and regional society meetings and professional organizations, in coordination with internal stakeholders.
• Oversee speaker and trainer strategy and operations, including faculty identification, contracting, training, content readiness, program quality, and compliant execution.
• Build strong relationships with external experts, customers, professional societies, field leaders, and cross-functional partners to ensure programs address evolving clinical and business needs.
• Develop annual operating plans, forecasts, and budgets; manage agency and vendor performance, scope, timelines, and spend with disciplined stewardship.
• Establish meaningful performance indicators and reporting to assess program reach, experience, quality, and business contribution; use insights to optimize the portfolio and recommend enhancements.
• Anticipate changes in adult learning, customer engagement, digital education, and the therapeutic toxin landscape; identify and pilot innovative approaches that can be scaled responsibly.
• Communicate strategy, progress, risks, and recommendations clearly to cross-functional teams and senior leadership while managing multiple high-priority initiatives in a matrixed environment.
• Travel to selected customer programs, field engagements, and professional meetings as needed.

Leadership and Collaboration

• Influence without direct authority and create alignment across diverse functions, priorities, and perspectives.
• Demonstrate enterprise leadership, sound judgment, accountability, and a strong commitment to integrity and compliance.
• Champion an inclusive, customer-centered culture and proactively share best practices across Therapeutics and AbbVie.
• Provide clear direction to agency and vendor partners and foster a high standard of quality, innovation, and execution

Qualifications

• Bachelor’s degree from an accredited institution; Advanced degree from an accredited institution preferred.
• Five or more years of combined experience in pharmaceutical or biotechnology marketing, HCP education, customer engagement, sales, sales training, or a related commercial function.
• Demonstrated experience developing and executing strategic plans and complex, cross-functional programs.
• Experience managing budgets, agencies, vendors, timelines, and multiple concurrent workstreams.
• Strong written, verbal, presentation, and stakeholder-management skills.
• Strong analytical and problem-solving skills, including the ability to use qualitative and quantitative insights to guide decisions and optimize customer experiences.
• Demonstrated ability to lead through change, operate effectively in a fast-paced matrix environment, and influence across levels and functions.
• Ability to travel up to 40%.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future. ​
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​
• This job is eligible to participate in our long-term incentive programs.

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